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Beyond the Consultation: Building Trust for Long-Term Success
99 Plays1 month ago
In this episode of Beyond Esthetics Podcast, we dive into the art of consultations—not just as a first step, but as the foundation for lasting client relationships. Approaching consultations from a place of non-judgment fosters trust, allowing clients to feel truly seen and heard. We’ll discuss how to create a safe space, ask the right questions, and set expectations that lead to long-term success. Whether you’re a seasoned professional or just starting out, this episode will help you refine your approach and elevate your client experience beyond the surface.
Find us: @the_esthi_coach @sweetcheeksuniversity @beyondestheticspodcast
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Transcript
Podcast Introduction
00:00:03
Speaker
Good morning, everybody, and welcome to the Beyond Aesthetics podcast, the podcast where we dive deep into the journey of estheticians who aspire to grow, not just professionally, but personally and spiritually.
00:00:15
Speaker
This is a place where the art of aesthetics meets the soul and the power of community fuels transformation. Whether you're looking to elevate your skills, expand your mindset, or align your career with your deeper purpose,
00:00:26
Speaker
You're in the right place. Join us to explore stories, strategies, and insights that go beyond the surface because growth happens from the inside out. This is the Beyond Aesthetics podcast. Let's grow together.
Non-Judgment in Client Relationships
00:00:37
Speaker
And I am your host, to Jessica Peterson. And my co-host is not here with me today. as's you guys have i'm seen, I'm sure by now, Tiffany did a solo episode and released it earlier this week.
00:00:52
Speaker
And it was such an incredible episode. I listened to it a couple of times. There is so much gold in that episode. And I absolutely loved the trajectory that that episode took.
00:01:04
Speaker
So tomorrow is usually when we would record a podcast together and it would be a longer episode. We're very busy with one-on-one coaching clients currently. And so instead of recording in the morning, we're actually meeting with one of our coaching clients. And so we decided to do separate episodes and release them to hold you guys over until we have a longer episode for you. So I'm doing a solo episode today.
00:01:35
Speaker
i have just a couple of topics that I wanted to bring to you guys that are extremely valuable. I'm very excited to talk about them. And the first one is going to be this non-judgment. And I'm going to wrap this up with non-judgment, but I'm actually going to start by saying, notice I'm not wearing any makeup. For those of you who are watching or if you're seeing these clips on Instagram,
00:02:05
Speaker
I'm not wearing any makeup today. And the reason for that is because i committed the ultimate skincare sin and fell asleep in my makeup last night.
00:02:17
Speaker
So had such a good day i was so just relaxed and bowed down and laid down to read a book. And of course, I thought in my mind, i will definitely get up and wash my face.
00:02:29
Speaker
I did not. And so i slept like an angel also. or Normally when I fall asleep in my makeup, I know a lot of you guys will feel this. I will wake up throughout the night at some point and need to wash my face if that ever happens. i usually just cannot get a good night's sleep unless I have a clean face.
00:02:49
Speaker
But last night I made it through the whole night. I did not wash my makeup off and i I'm not going to apologize for it either. I don't think I've done that since college. It is extremely rare for me to sleep in my makeup.
00:03:06
Speaker
And i woke up though and I just felt that I had slept so good. i didn't even care. I woke up to this beautiful, rainy, quiet, peaceful, relaxing Sunday morning, and i had no guilt over it. I did not judge myself for it.
00:03:24
Speaker
And instead, I actually decided to record a reel for my Eminence Instagram page. I'm trying to be so much more active on both of my pages, but especially on that page I definitely have fallen behind. And so I decided to turn this into something positive and create value out of it and create a real showing my nighttime routine and also fully admitting that I had fallen asleep in my makeup last night.
00:03:50
Speaker
And one thing that I said in the reel that is so important is that I didn't judge myself for doing that. And that is also why I don't ever judge other people for doing that either. so let me just...
00:04:05
Speaker
Clarify and dive into that a little bit deeper.
Building Trust with Compassion
00:04:10
Speaker
you've listened episodes with Tiffany and I from the very beginning, one thing that we talk about a lot, in fact, I think we did two or three episodes in a row about non-judgment.
00:04:22
Speaker
Why is that so important to always come from a place of non-judgment? The reason why is because we are here to create very, very deep trust with our clients. So our clients, our community, our followers, we want them to know that they can trust us with every piece of information that they want to give us.
00:04:48
Speaker
And it's interesting as an esthetician, obviously we know good versus not good, right? Sleeping in your makeup, it does lead to breakouts. It does lead to congestion.
00:05:03
Speaker
It actually does lead to the aging process as well for multiple different reasons, because you basically are now kind of having this makeup um ah more or less getting shoved into the skin, into your lines, and it can actually help to kind of like expand your lines a little bit and make them deeper.
00:05:26
Speaker
um And then of course, because you missed the opportunity to support your skin's repair and regeneration cycle while you're sleeping. And it can also lead to a lot of dehydration because that is when we lose most of our hydration is actually when we're sleeping. So um we know that there's always good, better, best. It is definitely best to wash off your makeup.
00:05:47
Speaker
However, there's always going to be times where maybe our clients come to us and they tell us that they're not very good at their nighttime routine or that sometimes they fall asleep in their makeup. You have a choice in that moment.
00:06:00
Speaker
And how you respond, you are either going to respond from a place of compassion and building trust, or you are going to respond from a place of judgment. And that is ah split in your trajectory of the relationship you're going to have with that client.
00:06:19
Speaker
One thing that I have observed is i have estheticians come to me who really struggle to develop trust with their clients and get their clients to open up to them. And there could be multiple reasons for that. It's actually one of the top things that I teach in the retail sales masterclass. But one of the biggest reasons is because what I have observed over 21 years in this industry, and especially as social media and skincare have been on the rise in the last five years is extreme judgment, whether you realize you're doing it or not, especially on social media or in person with your clients.
00:06:59
Speaker
There is a way to verbalize and educate people and come from a place of, again, like love and compassion and understanding and just being their trusted advisor and their guide so that we can create long-term relationships with them.
00:07:14
Speaker
versus coming from a place of judgment. So it starts in really little ways, just like I was saying, like they come to you, they say this thing that you may or may not, you know, agree with. In this case, we don't agree with that. We don't agree. Like, yes, you definitely want to wash your face at night. It really is so important for multiple reasons.
00:07:35
Speaker
At the same time, if you respond in judgment, you You've now hurt the relationship and it's not going to mend itself very easily. This is really hard to put into words, especially because this entire episode is unscripted. i just have bullet points, but
00:07:57
Speaker
you're going to cause clients to close off to you and not disclose information to you moving forward. Okay. Well, that's a massive problem because It's going to be a lot harder to retail products to them because there's not enough trust there. It's going to be a lot harder to get them pre-booked because they may not trust you or they just don't feel safe in your presence.
00:08:22
Speaker
I always encourage people to become the type of esthetician that anybody could come to at any point with questions and know that they aren't going to be judged. That is the ideal characteristic as an esthetician that we want to go for is trust and safety.
00:08:42
Speaker
We have to have all of this information disclosed. So I'm going to give you guys a really good example. My friend who took my retail class and that I've been working with for years prior to that, I had taught her this philosophy and gone over it a couple of different times.
00:09:01
Speaker
And then she took that class and I believe it was within a week, she had a client come in And she used the verbiage that I teach in my class.
00:09:11
Speaker
That is the non-judgment verbiage. When the client told her that there was something that she had seen on TikTok, there was a TikTok trend that she had partaken or maybe it was a product that she bought. i don't remember. It was about a year ago.
00:09:27
Speaker
And how my friend responded in this moment was with curiosity. But the first thing that I teach people is to say something positive about that. Like find something positive in whatever it is that your client is doing is actually the first way that we develop trust and come from non-judgment, okay? So in this case, she had just gotten something from TikTok and i believe that my friend didn't agree with it.
00:09:55
Speaker
But instead of saying, I don't agree with that, and this is why she said, i love that you are working hard towards your goals, and I love your openness that you have towards that.
00:10:09
Speaker
And what happened, and then she got curious, right? And then she just asked a little bit more about it. What was it that you know inspired you to purchase that? Or what was the goal that you were going for? I'd love to hear more about it and your experience with it.
00:10:24
Speaker
Okay, you guys can tell just that those two responses, very, very different energy. Very, very different energy. So what ended up happening when my friend responded the nonjudgmental curious way is that this girl ended up disclosing many other things that she was doing that she had not disclosed before.
00:10:48
Speaker
And why that became important is because it changed the trajectory of the treatment that she was in there for. where potentially there could have been a lot of damage done had this information not fully been disclosed.
00:11:01
Speaker
And further, it definitely opened up the door to more retail opportunity. And so that's really important. And interestingly enough, it happened to her again shortly after that.
00:11:17
Speaker
And it happened to me like that was a skill that I had to learn in the treatment room because I didn't want people thinking that I was judging them for what I was doing. I really was coming up from a place of curiosity and just knowing and trying to figure out how I can help. I was just, you know, playing detective and never wanted my clients to think that I was going to shame them.
00:11:41
Speaker
and Because the truth is that our clients don't know what they don't know, right? And all of us fall asleep in our makeup sometimes. And some of us use the wrong products from time to time. And and these things happen, you know, even as estheticians.
00:11:55
Speaker
So when we put ourselves in our client's shoes and we come from more of a place of knowing, they really are trying to reach their goals. They really want to get into skincare. They really want to do things right.
00:12:08
Speaker
And I'm here to help them through that. I'm here to help be their guide. I'm not here to judge them and to shame them and tell them what is right and what is wrong. i'm here to love them and hold compassion and safety so that I can develop that right relationship with them and really hold their hand and them.
00:12:26
Speaker
carry them through this process in the best way possible. Okay. But we, you can only do that if you're coming from a place of nonjudgment. So another good example is that as an eminence rep, i work with all different members of
Consultations as Partnerships
00:12:43
Speaker
a team. So I don't only work with estheticians. work with the owners, the massage therapist, the attendants, the stylist, the front desk, there's like all of it. Okay.
00:12:53
Speaker
And What can happen very often is I'll be in a training. I will carry out this 90 minute training and then afterwards I'll have some people come to me and they'll say, don't judge me for this, but I don't do X, Y, Z.
00:13:10
Speaker
And my immediate response is non-judgment. My immediate response is, i would never judge you for that. Tell me what your goals are and then what's realistic for you so that we can actually just custom create a plan to help you reach your goals.
00:13:33
Speaker
that's different, right? Than saying, you know, if they come to me and they're like, I don't wash my face at night or I don't use SPF or whatever. And I'm like, oh my gosh, you really need to do that. And this is why.
00:13:48
Speaker
and then I were, you know, to try to create this system for them that is just not really even in their wheelhouse. Like you have to meet people where they are. So not only do you need to be sure you're coming from a place of non-judgment,
00:14:01
Speaker
But you also need to work with people and where they're really at with skincare because that is the second way that you're going to build trust with them. Okay? So I just want that to sink in for you guys and just always, always remember to come from a place of non-judgment. so When somebody comes to you with information that you don't agree with or that us as trained professionals, we do know better.
00:14:25
Speaker
and when it comes to what you're posting on social media, just be very, very careful and always stop and ask yourself, am i coming from a place of non-judgment or how do I come from a place of non-judgment so that I can build the best long-term relationship with this person by creating space of trust and safety?
00:14:46
Speaker
Okay, so that's the first thing that I wanted to talk about with you guys today and something that I really challenge you over the next couple of weeks, months, within the next few days, just really, really, really pay attention to how you're having conversations with clients.
00:15:06
Speaker
Because remember, ultimately, at the end of the day, our goal here is client relationships in the beauty profession as a whole. That is our success. Our success really does come from the relationships that we are building, even if that's just through your followers on social media because you mostly sell in an online store. But for most of us, it is our in-person clientele.
00:15:31
Speaker
And so once we develop those really good long term, deep, trusting, safe relationships with people, our success comes from that because those are the people that pre book, they buy products from you, they leave your reviews, and they refer people to you.
00:15:47
Speaker
And that's how you build your business. So simply saying come from a place of non-judgment, that's actually encompassing the root of your success.
00:16:01
Speaker
Okay. So I hope that that is landing with you guys. So just pay attention and watch yourself as you're responding to people and watch yourself and the things that you are posting and always put yourself in the shoes of somebody who knows nothing and is just looking to you for guidance and how you want to make that person feel.
00:16:22
Speaker
The next thing that I want to bring to you guys today is a topic that has come up quite often. We've talked about it in our mastermind group, I think in our last two sessions.
00:16:34
Speaker
And it's something that I actually started to notice a lot of past this past summer ah with some of the spa partners that I work with. And that is the topic of consultations and how important the Not just your initial consultation is, but ongoing consultations.
00:16:51
Speaker
So it's kind of missing piece in the puzzle of your success as well. And it also also does tie into the topic of non-judgment. consultations are really where we're going to set the tone with our clients and also create the deeper trusting partnership with them. So I want you to look at your consultation as a way to basically um unite yourself and combine yourself with your client. I'm sure there's better verbiage for that, but you I think you guys know what I'm trying to say.
00:17:26
Speaker
i basically create a partnership with them because I really do look at aesthetics and even massage therapy and even medical aesthetics and, and even hair as the same thing as a personal trainer or a doctor. So, you know, when we think about a personal trainer,
00:17:45
Speaker
You go to your personal trainer, they put you through a workout page basically to like gauge where you're at. And then they give you a nutrition and a workout plan. And you really only see them once or twice per, let's week.
00:18:02
Speaker
Okay. Everybody's a little bit different, but you expect to create a partnership. You expect to participate in that process. And the personal trainer uses verbiage that solidifies that.
00:18:17
Speaker
ah Same with when we go to a doctor and we go to them with our ailments and our questions and our needs, and they give us some recommendations, they write a prescription, and we have to go fill that prescription and then also follow those follow-up recommendations so that we can reach the goal of our better health.
00:18:35
Speaker
It is the exact same thing. And the difference between what beauty professionals do versus what like personal trainers and stuff like that do, financial advisors, CPAs, whatever, is that we we aren't using that verbiage.
00:18:51
Speaker
We aren't as good at using that verbiage usually as They are right. We're not using verbiage that solidifies the teamwork and the partnership that we're trying to create. So this is another thing that I learned in my very, very early twenties when I started in skincare and it's really served me well. And it's helped me to coach a lot of people through this process too.
00:19:16
Speaker
And this all starts with a consultation. So I want you guys to really think of your consultation as this is the moment that I am creating the partnership that I'm going to have with my client.
00:19:30
Speaker
And so i really need to solidify that. And the energy that I put out and the emotion that I create in this experience matters a lot. It matters a lot.
00:19:41
Speaker
And so, you know, it doesn't really matter if you have forms, if you do this verbally, And I'm not talking about intake forms. You have to have intake forms for legal purposes and your intake forms should be relatively short and sweet, but also cover your butt and get that important information on there, such as pregnancy and any, you know,
00:20:06
Speaker
current treatments that they might be going through that would affect the service, including like Botox, Restylane, product usage such as retinol, different things like that, right? So the importance of an intake form, that's not at all what I am talking about.
00:20:22
Speaker
You better have an intake form. If you don't, take to etsy or reach out to Tiffany. I know that she has really good intake forms as well. So those are really important regardless.
00:20:33
Speaker
A consultation is different, right? And some people have a consultation form and some people just do this verbally. I think maybe both would be a really good idea. and most of us are...
00:20:44
Speaker
moving more digitally too. And so i would potentially even have just your digital consultation form that gets sent to them automatically, like an intake and a consultation form. To me, i would, I would keep these as separate things because the verbiage is going to be a little bit different, but you don't want these forms to take a very long time either.
00:21:05
Speaker
I mean, i am going through some medical treatments right now and some of my intake forms literally like it took me a weekend to fully complete intakes. And I was just so annoyed by the whole process. So just make sure with your um services and your, your, and sorry, not your services, your forms, that they're not taking a long time. It's so, so, so important because people can get a little bit irritated by that.
00:21:33
Speaker
So let's say we have our intake form and then we have our consultation form and it was sent digitally. We're just going to use this example. So then the client arrives and we have pulled up that digital intake. We've scanned through that to make sure we're good to go Noted any questions that we might need to ask further.
00:21:50
Speaker
And then we pull up the consultation form and we go over the consultation form right now. Here's the most important questions. I'm going to give a piece of my masterclass away to you guys here because it's so important.
00:22:08
Speaker
Here are the most important questions that you should have on your consultation form, right? Now, again, this is separate from intake. So this is just consultation. Number one is actually something that I learned last week from my friend Alicia.
00:22:25
Speaker
And that is what inspired you to book the service today? So think of how important that is because that is going to let you know if they're just there relax, they...
00:22:36
Speaker
if they or like new in town and they just found you, or if they are, you know, looking for a treatment plan and to have the home care and to be super, super engaged in the process. So thought that was a really brilliant question. So what inspired you to book this service today?
00:23:01
Speaker
The next question surprises a lot of people when I teach it, but I think you guys will agree how important it is. And that is, what do you currently love about your skin or what is going really well for you currently?
00:23:15
Speaker
There's multiple reasons why I really love asking this question and starting off this way. It's really normal for an esthetician to actually first dive into what are the things you want to change?
00:23:31
Speaker
What are your concerns? And that energy is completely different than what do you love about your skin? What is going really well for you? Right. It's such a different tone that we're taking. And because as people, we tend to be very self-judgmental and we're always criticizing ourselves.
00:23:53
Speaker
When you ask a person to do that, you are literally asking them to sit in front of you and point out all their flaws that they don't like about themselves. And that's just not good energy. It doesn't start off on a very positive relationship trajectory.
00:24:11
Speaker
I'm going to give you guys a really good example of why this is important. So I did this demonstration in August at a spa partner of mine, and I was teaching a girl how to do consultations. And so i was doing this demonstration and I was going through these questions and I asked this cute, cute girl,
00:24:32
Speaker
that question. I said, what are you loving about your skin? What are some things that are going really well for you right now? And her answer astounded me. She said, i love my skin. I feel like my skin is perfect. I have had issues with my skin before. And right now I am just so grateful that everything is going extremely well.
00:24:53
Speaker
And in that moment, i just thought to myself, how different would that have been? had I asked this girl who loves her skin, what she didn't like about it, how different would that be?
00:25:08
Speaker
And because she had that energy of how much she loved her skin, I wasn't about to start pointing all of these things out to her and say, You know, i see some telangiectasia happening in your cheeks and I see some post-inflammatory hyperpigmentation from those past acne problems that you were having.
00:25:27
Speaker
I wasn't going to put any emphasis on that. I did treat it during the service. I did do things to treat it. But the thing is, in that type of a scenario, those doors open together later, right? But if you're meeting somebody for the first time and they say something like that, but you also notice these other things, I would encourage you to wait to address that to when you start to develop your relationship deeper and the doors open for those types of conversation. And there's a lot of trust and they might even bring it up to you.
00:26:02
Speaker
So it's so important to ask that too, so that we don't create complexes that aren't there. And this is something that i learned from a very young age, because I got into skincare when I was 19. And I actually had some deeper crow's feet and a number 11, you know, just a line between my brow from such a young age.
00:26:20
Speaker
And I remember somebody pointing that out to me. And ever since then, i was so self-conscious about it and I really didn't need to be. And I always kind of felt bad about that. And so I always made sure that I never did that to people. So I don't ever point things out on somebody else's face.
00:26:39
Speaker
um It's very rare that somebody says, you tell me what you see. As long as you are performing a good consultation and you have the energy of developing a really good relationship with this person, they probably won't ask you to say that.
00:26:54
Speaker
Usually people will ask you that because you're being really vague with your consultation questions. so And it's only happened to me a small handful of time and times in 21 years. Usually it's really easy for me to get people to just open up with me and kind of tell me what they're thinking.
00:27:13
Speaker
um So you guys can see why that would be so important to not create complexes with people saying, pointing things out or just, I don't know, like overly, like if, if you see that somebody does have some lines on their forehead, but they didn't bring it up to you in the consultation, don't say anything.
00:27:37
Speaker
Don't say anything because aging is hard enough as it is. So go ahead and treat it. Okay. Go ahead and treat it Do what you do. Use the products, make the recommendations,
00:27:50
Speaker
But by pointing it out and creating a complex when that person was not concerned about that, it's not the most positive road to take. Now, again, could that come up later in conversation as you develop a relationship with this person? Yes, it can.
00:28:08
Speaker
But it's really those first few consultations we have that are the most important, that we're extremely mindful with how we are approaching that. And the other thing is too, that we're here to provide value for the person who's in front of us and to fully serve the person who's in front of us. Well,
00:28:24
Speaker
then that makes the consultation even more important that you are focusing on what their concerns are and not what you see. Okay. Now, again, as we develop relationships later on those types of things, they will come up. You will be able to have those conversations and,
00:28:42
Speaker
But you can even treat them without even having a full-blown conversation about it ah until that point. But it's just so important that we are focused on what their needs are and not selfishly, you know, just pointing out and having all these conversations about many other things that you're seeing.
00:29:02
Speaker
That door will open. I promise that door will open. I've had so many regular clients over the last 21 years. And... and You always just want to start out by being solely focused on what is going really well for them and what their current goals are, which brings me to the next question. So just to repeat, the first question is what inspired you to book today?
00:29:23
Speaker
The second one is what do you like about your skin? What are you loving right now? What is going really well for you? You can say that however you want. The next one is going to be if you had one or two goals that we can start working on together today, what could that look like for you?
00:29:38
Speaker
So notice this is where I start to create the bond. This is where I start to create the teamwork that we're going to have together. is because they say what are we going to start working on together today Okay, so that's how you're going to solidify that relationship. I like to just ask for one to two because i you can definitely see results in one to two goals within about six months with someone for sure.
00:30:06
Speaker
And then I can reconsult at that point, which we're gonna talk about in just a second. So of course, in order for us to be able to put together the correct treatment for them and start putting together in our minds the products that we want to recommend,
00:30:22
Speaker
then we would need to know their goals. So that's a pretty simple one. It's a pretty obvious one. Now notice, I don't say what are you concerned about? Because I don't personally like the energy of that word. you know, what are your concerns? Or what do you want to change?
00:30:37
Speaker
I don't like it. Those are not... positive, empowering statements, goals are empowering, right? Especially if you have actually preceded that with what do you love about yourself? So you guys can see my consultation is really well thought out. It's really empowering to people.
00:30:57
Speaker
It's positive. So the next question that I ask, and really the last question, Is what their home care currently looks like. And usually I just say so tell me what steps you're taking in your home care routine right now. And I typically actually do say, necessarily the specific products that you're using, just more so, you know, cleansing, moisturizing, SPF, just tell me those types of things.
00:31:23
Speaker
And there's a reason why i don't ask about what actual like exact products they're using. And that's because again, too many people have been judged for what they're using.
00:31:38
Speaker
And that's where you're going to start to trip people up or they don't, will possibly start withholding information because they're afraid to tell you. I've seen this. I've seen this for 21 years. I've seen this with all of the spa partners that I have worked with, with Eminence for the last 12 years. I've worked in seven states. I've worked with hundreds and hundreds and hundreds of spas and thousands of estheticians. And so this is so common that if you start asking them what they're using, they will have a wall up
00:32:09
Speaker
but more often than not because they're afraid that you're going to judge them or tell them that what they're doing is wrong because again lot of people are very used to having that happen or being judged like nonchalantly on social media by estheticians and the things that they post so Um, I just want to know the steps.
00:32:29
Speaker
I really do. I just want to know the steps that someone's taking because I just want to fit myself into the missing pieces of their routine. So that's really what I'm looking for. I'm like, what are the steps because i just need to create those missing puzzle pieces and just add that into the Help them further reach their goals. The other thing, though, is that by asking that question, you will learn what type of person they are. Is this a one minute person, a five minute person or a 10 minute person?
00:32:59
Speaker
Because you're going to speak to each of those people very differently in order to truly build trust with them. somebody who either has never done skincare or just wants the quickest routine possible, you're not going to recommend them a seven step skincare routine because that's going to be super overwhelming. And it's very, very rare. Now I have a scene that happen. I'm not going to sit here and say that, you know, people have not come to me and said like, Hey, I'm ready to dive into this. And I've had some of my spa partners and people have coached say, Hey, actually I did have somebody come in and just tell me that they had
00:33:35
Speaker
you know, no budget or like a really good budget and they were ready to go all in. So that is incredible, but it's also not the norm. And so we just want to focus on fitting ourselves into the missing pieces and being sure that we are talking to each of those types of people.
00:33:53
Speaker
in the correct way that truly meets them where they are. Because again, that builds trust. If you want to dive deeper into that with me, like how do I talk to those different types of people? Or how do i approach when somebody is using something that is actually working against them? All of that is covered in my retail class. And there's many different options that I have available for that right now. So please,
00:34:20
Speaker
Send me a direct message on Instagram at the underscore SD with an E underscore coach. And I can set you up with that class in many different ways, whatever works for you and your price range and how deep you're wanting to dive into it.
00:34:34
Speaker
It has been one of the most popular, well-reviewed things I've ever done in my life besides my work with Eminence. I'm obsessed with that class and would love to help you further with this.
00:34:46
Speaker
But I did just give you such a... sweet chunk of that class too, just by going over that consultation. So that is how you do a consultation. That is like the best consultation to empower and to build trust.
Maintaining Strong Client Relations
00:35:04
Speaker
The next thing with consultations that I would love to talk more about is being consistent with them. So what i see happen so often, let's say, you know, you have been an esthetician for five plus years, you've got your own practice or you're working for somebody and you have a regular clientele.
00:35:26
Speaker
How easy is it to stop consulting? At this point, your relationships are so good with people. You feel like you know their skin inside and out. They might feel that way as well. They usually do. They probably do, else they wouldn't continue coming to you.
00:35:43
Speaker
But you stop consulting. Not only do you stop consulting, but you stop making recommendations. You stop recommending you know this facial and recommending treatment plans and recommending home care.
00:35:56
Speaker
I see this happen every single day, every single day. This is something that I work with and it's a huge problem because what happens is, and so this, so I'll tell you guys just the situation that I was in this summer where I really saw this start to be a problem is one of my really good friends that's been a spa partner of mine since I've been working in Utah. So it's been about six years now.
00:36:25
Speaker
ah She started get so complacent in her business. And I just started watching her numbers just slowly kind of drop. And I would try to figure out, you know, what is going on, you know, and she really didn't have an answer for it And it wasn't until i did a hands-on training with her and had one of her very regular clients on the table that I quickly realized that she had actually just become very, very complacent in regularly consulting and recommending home care products.
00:37:01
Speaker
And so not only was that affecting her business, but it was affecting her fulfillment and excitement for her business. And I realized that she wasn't sending follow-up messages. i I've even more recently realized that she was not making home care recommendations anymore and that she never reconsults with people.
00:37:23
Speaker
So although when we have those deeper relationships with people and we have been working on them for a really long time, we do know a lot about their skin.
00:37:34
Speaker
We do know, you know, the types of things that they like.
00:37:40
Speaker
it's so important to re-solidify the relationship and re-solidify the value that you're creating in their life.
00:37:50
Speaker
And the the best and easiest, quickest way to do that is to re-consult with your clients every six months or every year. So when you're first starting to get to know somebody, this is like a brand new client, you know maybe the first year that you're working with them you consult with them quarterly.
00:38:08
Speaker
And I'm talking like sitting back down and going through these questions, not just like, i think we, most of us do a quick consult, of course, before we start a service, but I'm talking about actually re-consulting and talking about the treatment plan, talking about their home care, talking about where they're at with their goals.
00:38:26
Speaker
Okay, so if it's a new person, maybe we do an actual re-consult every quarter. If it's been a couple years, maybe we just do this every six months. And maybe if it has been over a few years, we re-consult every January or something like that.
00:38:44
Speaker
But it's really important to re-consult because you also are, again, re-solidifying that relationship, but you're also having that conversation about home care again, where what I find a lot of people doing is after they've been working on someone for so long, they stop recommending products because they have an expectation that when their clients are out or if their clients want to buy something that,
00:39:12
Speaker
they'll ask, the client will ask for those products. And I'm here to tell you that they won't do that. It is very, very rare that they would do that. It is your responsibility to make the recommendations. It is.
00:39:26
Speaker
And you know what? They expect you to. Anybody going into any type of spa or salon, they have the expectation, and this is statistics. I can prove this to you, I talk about it in my class, that people know that that is part of your job.
00:39:44
Speaker
but So you're really doing people a disservice if you are not having those conversations and And you do need to send your followup messages, even if these are regular clients, you know, even if you just gave them some samples, you need to check in with them, check in with their skin still, because things change internally over time. and so they might be reacting to things that they didn't react to before, or you sampled them something and it didn't work out for them, which that actually happened in the middle of that hands-on training.
00:40:16
Speaker
that I was doing with her, her, you know, the client had said that she had tried one of our treatments that we have with eminence, and it actually caused a reaction. And my friend didn't know anything about it.
00:40:27
Speaker
And, and that's when I was like, Oh, I think we're not doing follow up messages, we're not doing consultations. And then I learned um' just last month that she wasn't off even like trying to sell home care anymore. She was just expecting that people were going to ask for it.
00:40:42
Speaker
um And so, but again, this happens all the time. This is something that I see very, very consistently that we're just not like pre-booking with people. We're not doing the follow-up messages. We're not re-consulting with people to re-solidify that relationship, all the things.
00:40:56
Speaker
And that's why Tiffany and I talked so much about success being in the basics. And it's funny because As estheticians, you know, whether you are the owner or you have your own solo business or you're working for somebody else, we We get further along in our career and we start to get really complacent and confused or thinking that there is some sort of a magic trick or magic equation that all of a sudden our success is going to shoot through the roof and we're going to get excited again. And the truth is that that's not true at all. It's not real. Trust me. I can tell you that's not true. It's not real.
00:41:37
Speaker
Your success is going to come from not becoming complacent with the basics. And how exciting is it when you re-consult with people and you continue to build on their home care routine and they continue to leave you reviews and send you friends and family. and And so it's just been such an interesting thing that I continue running into and that really just...
00:42:00
Speaker
It does include re-consulting with people and just doing it on like whatever timeframe you're feeling makes the most sense for that relationship. um But all those other things too, don't don't stop sending follow-up messages. Don't stop...
00:42:15
Speaker
Um, you know, if you're doing email marketing, don't stop asking for reviews. Don't stop recommending home care. Don't stop pre-booking people. Don't stop doing those things and expecting that people are going to come to you when they're ready because they may, but they also may not. And so don't, don't wait. Okay.
00:42:34
Speaker
So those are my really, really important points for today. And just something that I could talk about all the time, how important those basics are And so I'll just use that analogy. i posted this on my Instagram page recently.
00:42:51
Speaker
um Those basic things that we do are the foundation of your house. Okay. So you have to pour into that structural foundation of those very basic things.
00:43:05
Speaker
Instead of just replacing the curtains, thinking that that is going to freshen everything up and make you really excited and skyrocket your business all of a sudden, that's not how that works, okay? So it doesn't mean that you can't put new drapes in your house.
00:43:20
Speaker
But it means that before you do that, we need to take a look at those deeper systems of the basics and making sure that you are still following through on those. So, um okay. Well, that is everything that I have for you guys today. and I hope that was really valuable for you. Um, again, if you are interested in taking that full retail sales masterclass,
00:43:44
Speaker
just DM me. I have many different options that we can work with as far as what is available and to the degree that you really need help with it. So we can work on that together.
00:43:54
Speaker
now Tiffany and i also have esthetician mastermind. I'm sure most of you know that at this point, and ah we are not going to be starting another group until September. We have a group going on right now.
00:44:08
Speaker
We don't do a group through the summer. So we usually take half of June and then all of July and August away to just be with our families. And then we start that again in September. We already have a waiting list for
Coaching and Courses for Estheticians
00:44:22
Speaker
it. and In fact, we might end up having to do a couple of different groups because the popularity has grown so much that ah more and more people want into it. But not only that, people who were in it and then they didn't do anything um, the next group, they actually want back in the group already.
00:44:41
Speaker
And so, um, the group is filling up. If that's something that you guys are interested in, if you're just feeling like you want a community of support, it really is such a fun and valuable container. In fact, this week i met with a girl who, oh, she's just so cute. And I've loved just watching her excel in her new solo business. And now she's actually venturing out into continued education for estheticians. And so I actually invited her to join the group last September, because she had just started her solo business. And I just said, I i think this would be a really, really good fit for you as you're just starting your business.
00:45:24
Speaker
ah the The current group back then, sorry, so that group, had people who were seasoned, like 20-year skincare business owners, and then a little bit of everything in between.
00:45:38
Speaker
And so she was a part of that group. And so when I just met with her this past week, she was really, really missing it and just loved how valuable it was and everything that she learned and what a huge opportunity that was for her.
00:45:54
Speaker
So if that's something you guys are interested in, you definitely want to send us a message and let us know that you want to be on that wait list. And usually that group fills up the month prior. So we start advertising for that group in July and start taking those signups so that we can start usually early to mid September. And that carries through until December.
00:46:17
Speaker
We meet bi-weekly on Mondays from 9 to 11 Mountain Standard Time. And um there was a whole episode just ah about a month ago, I'm sure, maybe back in December, that was all about the Mastermind Group. And then we both have that information on our Instagram highlights.
00:46:39
Speaker
So we also do one-on-one coaching with beauty professionals. We don't take on very many people at one time because we dive so deep with these estheticians and business owners that we can't take on too many because we have ah you know many other things that we do at the same time. And we want to be able to really fully bring the deep value to each of them.
00:47:04
Speaker
and We are not going to have room for any more one-on-one coaching for at least a month. But if that is something that you guys are interested in as well, please send us a message. The pricing is and incredibly good for what we're offering. we We like what we offer to be affordable, but at the same time, an investment money.
00:47:26
Speaker
your end to your success and making sure that it is like so invaluable and that by the end we've reached all of our goals and set you up on an amazing trajectory. So we do have that available too.
00:47:40
Speaker
Tiffany has an amazing Brazilian waxing course that she offers. It is a virtual. She also does have some in-person options, especially if you are local. um So you definitely want to reach out to her about that.
00:47:53
Speaker
I don't know about you guys, but you know, when I was in the school, I actually did learn a lot of Brazilian waxing, but my education in Utah was very different. And in states that don't have as much schooling, which is most states and Utah, it's 1200 hours, but in other states is generally right around six or 700 you really don't dive too deep into Brazilian waxing.
00:48:18
Speaker
The opportunity with Brazilian waxing to offer an amazing service to somebody with great revenue potential is definitely there. So if you're looking for some deeper education,
00:48:31
Speaker
She poured her heart and soul into that course and Brazilian waxing is where her heart lies. She is truly the queen of Brazilian waxing. So you can find that information on her website, which is just sweetcheeksuniversity.com go ahead and reach out on her DMs. She is sweetcheeksuniversity on Instagram and TikTok and Facebook.
00:48:55
Speaker
And that is it. thank you guys so much for joining
Focus on Personal Development
00:49:00
Speaker
me. Tiffany and I tell you every time just how grateful we are to have this platform and to create value for you.
00:49:07
Speaker
um you know what? One thing I actually that has been on my mind is a lot of people i think may be be expecting actual education as far as like skincare and ingredients and skin types go. That's really not our podcast platform at this point.
00:49:26
Speaker
Our point of having this platform is to create a community of beauty professionals who are really focused on their internal and external development. And it's more business and career focused because that's really what's missing in the industry right now.
00:49:46
Speaker
There are many, many, many places that you can get skincare education, and I'm going to start advertising them on Instagram a lot more because that's not necessarily the platform here for our podcast. However,
00:50:00
Speaker
it could come up in the future. Like it definitely could, especially when we have guests on that we're working on. um but as it is right now, that's just kind of been on my heart to tell you guys.
00:50:12
Speaker
I had landed on a podcast. I believe it's called The Treatment Room. I'll look at it right now just to make sure that I am um giving you the correct name. And when I was reading through the reviews, what basically was coming up over and over is how much people appreciated that that was a podcast that was focused on skincare education. So I was like, oh, does ours need to be focused on education? But I very quickly thought, no, it doesn't because that isn't really the, our message. It's just not. and And again, I think that those things will come up in the future, but we're so much more about the personal professional career development and the spirituality and these things that come up for us as estheticians that,
00:50:59
Speaker
you know, they're not taught. So it's important that we have the the support in the community um so that we can and get that type of information and support that we need on that sort of a level. That's what we're here to do.
00:51:13
Speaker
So yes, that podcast is called The Treatment Room by Tessa Zolli is her name. And she just has really, really good reviews. And so if you guys are looking for more skincare education, i definitely would do that.
00:51:26
Speaker
And I also used to really love Skincare Lit. That is a membership website. She's got a lot of really great education. um Most of my education is like eminence and skin type focused. But if you are interested in that, even if you don't carry eminence, I do.
00:51:44
Speaker
Love having those types of conversations, but I always tie it into eminence and that would be on my eminence page, which is just at Jess underscore eminence. and So anyways, i just wanted to throw that out there because that came up for me this week too. And I kind of questioned, I questioned our like alignment for a minute. And then I was like, no no, no, no, this is exactly what we're here to do. And we really do appreciate when you guys reach out to us and just tell us how grateful you are and the things that you're learning and the value that you're getting.
00:52:14
Speaker
We would really love a rate and review as well. If you guys do that, then this helps us to reach more people, bull which is what we're here to do is to just create a community of beauty professionals who really want that personal professional career development business and personal support because there's certainly not enough of it out there.
00:52:37
Speaker
So we really appreciate you guys. We love having you here. We love having this platform. If there is any specific topic that you guys want us to dive into deeper, please feel free to let us know.
00:52:49
Speaker
Our podcast page on Instagram is at beyond aesthetics podcast. And that would be a great place to just send us a message. and let us know more of what you would like to hear.
Sign-off Phrase Meaning
00:52:58
Speaker
So I am going to do our sign off and because I'm solo, i might as well just explain the sign off to you guys real quick.
00:53:05
Speaker
Our sign off is have pretty dreams. And I'll tell you guys where that came from. If you're a new listener, So I have this tattoo right here that says have pretty dreams in French.
00:53:16
Speaker
And, um, the reason why is because my grandma that passed away in March of 2022, 2023, um,
00:53:24
Speaker
twenty twenty three i'm she was 2023 she passed away and before we would go to bed at night or before we would hang up on the phone she always said have pretty dreams and had actually forgotten about that until her funeral and my grandma's both were just so precious to me and she was just so sweet and so precious and so when i heard that at her funeral and I was reminded of that It really, really resonated with me. i Also because i believe that life is a dream. I believe that we are having this beautiful dream, that we are actually spirits having a human experience and that in a way this life is really us just dreaming and that we are co-creators in this beautiful dream. And so to make it pretty and to make it what we want it to be. So when we say have pretty dreams, that's where it's coming from.
00:54:20
Speaker
Um, and then that tattoo is also in French because my brother who passed away last year from brain cancer, he spoke French and, uh, and he was such a positive Christ-like incredible person. And so that saying, it just really, really resonates with Tiffany and I, and we thought it would be so perfect for the podcast too, because we do want to bring in soul and spiritual and so much love and positivity and empowerment.
00:54:45
Speaker
into this podcast. And so that is where the sign off came from. And we absolutely love it. So I'll leave that again with you guys today. Have pretty dreams and we'll see you in and the next episode.